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Service Desk

Going Above and Beyond to Meet Your End Users' Needs

Video of CompuCom Service Desk

Your employees — especially Millennials — have much higher expectations for IT support than just a few years ago. If they don't get quick, responsive service internally, they'll turn to other sources for help. And that can create all sorts of problems for your IT organization.

CompuCom® Service Desk solutions extend beyond traditional help desk support to serve as a single point of contact for all IT service needs. It's not just about solving end users' immediate technical problems. Rather, it's about providing consistent, personalized support for their corporate and personal technology — anytime, anywhere, across all channels — to optimize the end-user experience.

Reduce overall end-user support costs through optimized service delivery and automation tools.

Better understand IT costs and ROI by centralizing sanctioned IT and BYOD costs for hardware, software, subscriptions and support.

Create personalized experiences across the entire technology life cycle, from birth certificate to disposition.

No matter what your end users' preferences — phone, chat, email or self-service — CompuCom is always ready to offer the support they need to do their jobs better. Contact us today to learn more about CompuCom Service Desk.

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Video of Reimagining the End-User Experience with Service Experience Management

A Focus on End Users, Not Devices

CompuCom Service Desk solutions give your end users a single point of contact across multiple channels for support issues and new service requests.

We take a persona-driven approach to deliver customer care-centric services that put the individual end user, not the device, at the center of the support model. As a result, employees receive support resources that are matched to their particular business persona and requirements. (CompuCom creates personas for this and other purposes using Digital Engagement and Persona Service Management solutions.)

Service on-site at your facilities or from CompuCom facilities in the United States, Canada, Mexico and India.

24x7 services via integrated phone, email, chat and web-forms.

Multilingual end-user support (English, Spanish, French and German).

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Video of Introducing the CompuCom Service Desk Mobile App

Hybrid Support Services

Our Hybrid Support Services integrate services such as desk-side break/fix support, remote support and Walk-Up Services into one offering. End users can use the contact method of their choice — e.g. our new mobile app, over the phone or in-person at a CompuCom Solution Café® — and then be migrated smoothly to another channel for a seamless support experience.

With Hybrid Support Services, we always leverage the most appropriate resources to deliver superior end-user support and efficient transactions. That means delivering resources with the right skills at the most cost-effective price. And when on-site assistance is required, we assign staff from the closest possible proximity to speed resolution.

Procurement Support

The growing number of connected devices and software licenses on the market can make procurement a time-consuming, confusing and costly process. At CompuCom, we apply our deep OEM and product knowledge to help you select devices and collect quotes. In addition, we leverage our OEM relationships and buying power so you can make purchases at competitive prices. And because CompuCom offers the full life cycle of IT services, we can support all devices you buy from cradle and grave.

By using a one-stop shop for procurement, you can also consolidate purchases for volume, report trends and metrics, and streamline your configuration to build an IT environment that meets your unique business requirements.

1 Magic Quadrant for Managed Workplace Services, North America, Published: January 20172 Gartner “Critical Capabilities for Managed Workplace Services, North America” by Daniel Barros, Gianluca Tramacere, March 2 8, 2017. Gartner “Magic Quadrant for Managed Workplace Services, North America” by Daniel Barros, Helen Huntley, Karen A. Hobert, January 30, 2017. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.3. Gartner “IT Key Metrics Data 2017: Key Infrastructure Measures: IT Service Desk Analysis: Current Year”, by Linda Hall, Eric Stegman, Shreya Futela, Disha Gupta, Published December 12, 2016

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